Our customers are smart. They know what they want, they know how much they want to pay for it, and they know how much is too much. With the ever growing social networks, churn, which was always an important issue, becomes a bigger challenge than ever. In this infographic, John Rode presents 7 main reasons…

With the Academy awards being a central talking point of recent times, I decided that an award for the Customer Success field and for CSM’s is long overdue. But what would the criteria be? I originally had thought to award the greatest achievements to date, however I decided otherwise. Instead of looking to the past,…

Welcome to another monthly roundup of the must-read articles by the best in our field! A lot has happened this month, the first month of the year, and there’s a lot to catch up on. In order to save you precious time going through the trouble of looking for the right articles to read, I…

Whenever someone was asking me: “Mark, what do you mean when you say you measure your customer’s success as your own?, I wasn’t really sure how I can provide a clear answer that will also drive people to act the same way. Simple answer like “customer satisfaction leads to greater customer loyalty” or “customer efficiency…

Many times I face the question “what makes Customer Success different from the other SaaS company departments”. The way I see it, is that unlike other professions, that are already well-defined and outlined, customer success cannot be chained to one specific field. And if you are customer-centric, it will always find a way to “invade”…

After the first 2 weeks of 2016, many of us are already giving up on some of our new years’ resolutions. Maybe it’s too cold to wake up for gym, or that extra bite of cake is just too tempting; but here is my message for you all: Don’t let your customer success resolutions fall…

Acquiring a customer and then providing less than great onboarding, is like scaling a wall only to jump back down once you’ve reached the top. In the era of ever-growing customer expectations, unattended customers will wander off to the competition if onboarding is slow or tedious. To get over the wall, you’ll need to onboard…

In order to start 2016 with a bang, a customer success manager needs to be alert to the latest trends, upcoming conferences, and even the salary prediction for the upcoming year. This weekly roundup has all of the above and more, with 5 articles you have to read.   Putting the “Customer” Back into CRM…

I found this great infographic we can all benefit from, which presents a salary survey and some insights on the state of the profession, which has become an inseparable part of any serious company’s culture. Nowadays, CEOs of a company who want to succeed, know they need to develop a customer-centric attitude, and put an…